The opportunity
Below is the base salary offered for this role and level of experience. Full-time employees may also be eligible for bonus(es), competitive equity, and benefits.
What you'll do
Coordinate incidents end to end. Serve on the incident on-call rotation,: including some after-hours coverage on weekends, nights, and holidays. Independently run incidents from declaration to resolution: setting severity, paging the right responders, running the bridge, confirming member impact, and driving mitigation decisions.
Help drive communication during incidents. Draft clear, accurate member: messages across in-app, push, inbox, email, and support channels; move them through Compliance and Legal approval within severity-based timelines; and keep Support and MX teams equipped with talking points.
Drive member remediation to closure . Run the Remediating phase: define workstreams, DRIs, and exit criteria; partner with Data to size the impacted population; coordinate credits and bulk adjustments with Finance, Compliance, and Core Experience
Keep stakeholders informed. Deliver timely status reports and sitreps for: leadership, and supply impact summaries and timelines that Compliance and Legal use for bank partner and regulatory notifications.
Close the loop . Facilitate incident reviews for the incidents you manage,: capture learnings, and make sure corrective actions have owners and due dates.
Get ahead of problems . Spot risks and gaps before they become incidents or: repeat incidents, raise them early, and come up with a proposed solution.
What they're looking for
- Improve how we respond . Own at least one program workstream, such as: pre-approved member message templates, runbooks, or response metrics, and ship measurable improvements.
- Cross-train and share knowledge. Build working fluency on both the: technical-command and member-impact sides of an incident, and help train coordinators and responders.
- + years in incident management, or a similar operational role, including: hands-on coordination of live, customer-impacting incidents.
- A strong member focus. You think first about how an incident affects real: people and their money, and you measure success by whether members are informed and made whole, not just whether systems are restored.
